I pretty much do the same thing TJ, except they don't look at anything at customer service, they just tag it and send it back to me. I work up a full estimate and call before anything is done (unless it is a very minor repair, clean carb, stripped bolt, fuel line, etc...) We have a standard $35.00 fee for ALL estimates (everything from a string trimmer to a commercial zero turn) and if the customer approves the repair then that is applied to the first hour of labor. Now if it is just a quickie (fuel line, carb tune, plugged air filter) I only charge 15 minutes, that is our bare minimum. If the unit is beyond repair but the customer buys a new unit from us we wave all fees.
Joe